Charu Srivastava
Summary
A highly accomplished and result-driven Head of Projects, Data & Quality Assurance with 15+ years of strategic leadership experience in the Banking and BFSI sector, specializing in large-scale Automation, Operational Excellence, and Data Strategy and Delivery
Recognized as an expert in understanding and transforming complex banking processes , currently leading a major COE with a team of 290+. Proven history of delivering substantial business impact through cutting-edge technology implementations:
- Pioneered AI-Enhanced Robotics Process Automation (RPA) and Agentic AI implementations , resulting in over 1,000 automated processes and 127,000 hours saved monthly.
- Drove significant cost avoidance of ₹170 Cr through headcount avoidance and achieved an impressive ROI of ₹70 Cr.
- Successfully built and managed the tech, run, and maintenance of all AI-led platforms, Co-pilot, and Human-in-the-Loop (HITL) systems with nil Audit and RBI observations.
- Spearheaded complex, industry-first automation projects, including the grounds-up build of Trade product's scrutiny automation and MeITY Digilocker implementation across key banking journeys.
- Certified CAPM® and Black Belt Six Sigma with a focus on implementing robust governance, compliance (e.g., DPDP , CMMI Level 3 ), and data harmonization across 20+ applications.
A proven leader consistently recognized with top performance ratings and rapid career progression to a Leadership Level within 4 years. Seeking a strategic, high-impact role as Delivery and Implementation Head of Automation to drive transformative initiatives in a leading bank or BFSI institution.
Overview
20
20
years of professional experience
1
1
Language
Work History
Leadership Role
IDFC First Bank
05.2017 - Current
- Head Projects , Data & Quality Assurance – Retail Banking Operations | Automation & Operational Excellence COE |Team size 290+ | Projects 1100+
- Leading automation and operational excellence initiatives across Operations, Retail and Wholesale Banking, Compliances and other corporate verticals, achieving significant efficiency gains and regulatory compliance.
- AI Enhanced Robotics Process Automation and Agentic AI implementations
- Adoption of AI Agentic with RPA bots to handle complex tasks beyond rule-based automation, such as intelligent data extraction, predictive forecasting, and anomaly detection using the right human in the loop to adhere regulatory compliances and bank’s policy framework
- 1000+ automated processes using 800 RPA bots, saving 127,000 hours monthly, including 650 headcount savings in Retail Operations and other departments
- Automation impact of HC hiring avoided save of 170 Cr till date by processing 30 million transactions per year with expected CAGR of 30% YOY with ROI of 70 CR till date
- Migrated 416 legacy application reports migration to RPA platform in one year, enabling cost optimization through legacy platform shutdowns and ensuring 100% server uptime via continuous monitoring and forecasting.
- Measuring Automation Index of Retail operations and ensuring flat hiring graph on account of higher adoption of re-engineering and automation practices.
- Manage the Tech build, run and maintenance with nil Audit and RBI observations till date of all AI led platform and Co-pilot , Human in the loop (HITL) and AI bots.
- Grounds up Build of industry first Trade product’s scrutiny automation to ensure all TBML, DGFT integration, consistency checks on 39 complex products including inward, outward, direct bill and purpose code collection products.
- Led DPDP compliance via ROPA/DFD projects analyzing 53 PII elements, data cleansing of 33k+ records for PAN/ARN validation, and SECLORE for sensitive data protection with 97% password protection completion.
- Deployed multiple WABA chatbots to 1000+ Dealers across India with almost 40 Million hits and processing 230 CR inventory funding within 30 mins from 3 days.
- Spearheading Ministry of Electronics & Information Technology (MeITY , GOI) Digilocker’s implementation in the Bank across key journeys (e.g., CA: 5000 monthly Aadhaars, MF e-KYC: 3000+ hits, Unified Demographic Update: 100 Aadhaar/DLs, Employee Onboarding: 2000 hits)
- Launched Build your own bots and Citizen Development program in operations, resulting in certifying 100 Users to build their own simple task bots on desktops
- Leading data operations ensuring harmonization across 20+ applications, with accurate validation of all 116 retail business regulatory reports, DCT submissions, and 2500+ reporting data elements via comprehensive data quality assessments.
- Developed in-house data profiling tool replacing SAS-DQ, supporting completeness, uniqueness, integrity checks; automated regulatory report generation, tracebility
- Launched PAN India all Branches EOD and BOD reporting platform using AI automation platforms ensuring 100% recording, auditability by Branch control units. This enabled reduction of 2 hours per branch.
- Achievements:
- Consistent Top rating for consecutive two years appreciated by the leadership
- Promoted as SVP from DVP in a span of 2 years and further promoted to LeaderShip Level in 4th year
- Acknowledged to be amongst the youngest women leadership by the management
Associate General Manager
Intelenet Global Services erstwhile Serco Consulting
02.2016 - 05.2017
- Senior Consultant – PM Practice & Consulting Services
- Independently managed operational assessment project for a South African Bank and implemented a target operating model for Debit Card and Internet Banking platforms
- Led a process improvement project for identifying root cause of process leakages and proposed implementation plan for one of the largest banks in India
- Designed and mapped E2E customer journey mapping for one of the global retail clients to improve customer experience metrics
- Manage PMO Team within the consulting group for effective MI reporting and collateral repositories
- Created end to end Business proposals for various prospective bids which included approach, project plan, scheduling, forecasting, budgeting, commercials and Implementation Plan
- Achievements:
- Q2&3’15 PBPS Vice President Award (VP) for excelling in operational excellence initiatives across departments of 300 + resource
- Co-Led India Chapter of Women Interest Network (WIN) Initiatives and strategies, driving delivery model across PAN India
Senior Process Manager-Service Excellence & Projects - GBS
American Express
12.2013 - 02.2016
- Operational & Strategic Initiatives – Partner Payments & Business Support Services
- Managed Leadership team discussions to drive sustainable operating models and business solutions
- Developed infrastructure and approach for continual and repetitive process excellence and quality control including compliance adherence and internal controls
- E2E implementation of performance Metrics Suite for Payments, accounting, reporting and reconciliation of B2B client’s incentives and rewards management
- Participated in Executive meetings to brainstorm Service roadmaps, yearly planning, Operational Excellence Roadmap, BOY plans
- Process Improvements:
- Initiated and delivered process improvement project of baselining the number of Queries of customers in Travel & Expense Voucher Global Process (Green Belt Project Identified)
- Identified Non-Value enablers and designed centralised Share-point Strategy to reduce reliance of Email for data collection, error rate and people dependencies
- Led Membership Rewards team for Customer experience management, customer Segmentation, VOC survey in line with Service Excellence Roadmap
Project Specialist – Enterprise PMO
Sun life Financial
07.2012 - 11.2013
- Transformational Initiatives
- Transformed and standardized project methodology into SDLC framework
- Implemented CMMI Level 3 certifications and scampi Checks with external auditors
- Spearhead discussions and identified opportunities of Process reengineering and improvements within Sunlife Project Management methodology
- Redesigned Enterprise wide Sunlife Sharepoint site Strategy for End to End Project Management Reporting
- Coached and Stimulated training sessions with the team and inducing a culture of cross-training
- Achievements: Awarded ES Quarterly Award in Sunlife Financial for successfully launching CMMI Level 3 Process and multiple Process Improvement awards
Change Mgt. Team Specialist
Barclays Shared Services
12.2010 - 12.2011
- Barclay Card Reconciliation Automation Project
- Successfully signed off current Manual process maps, future state design architecture
- Successfully managed and conducted exhaustive workshops and brainstorm sessions onshore (UK and USA) for E2E Reconciliation Process Mapping, current state and future state assessments
- Executed Project scheduling and Cost management of the project with minimal supervision
- Liaison with Process SMEs, IT Technologies and Business Leaders to buy the proposed “To-be” future solution
Process Developer
Genpact, India
04.2006 - 06.2008
- Process Transition-Wells Fargo Bank Reconciliation Process
- Successfully transitioned three critical reconciliations streams included daily balancing and cash management accounting
- Completed Process mapping, FMEA, IT Set up, Quality set up, Knowledge Transfer toolkit with minimal supervision
- Process Delivery – Wells Fargo Bank – Quality team
- Managed Daily Balancing and critical bank & cash reconciliation process
- Led Quality & data analytics initiatives during process stabilization of two process transition project
Education
Post Graduate Diploma in Management - Finance & International Business
Amity Business School
Noida, India01.2010
Bachelors in Commerce - undefined
Sri Venkateswara College, Delhi University
India01.2006
Skills
Executive Dev Program in Insurance & Risk Management from IMT Ghaziabad
Timeline
Leadership Role
IDFC First Bank
05.2017 - Current
Associate General Manager
Intelenet Global Services erstwhile Serco Consulting
02.2016 - 05.2017
Senior Process Manager-Service Excellence & Projects - GBS
American Express
12.2013 - 02.2016
Project Specialist – Enterprise PMO
Sun life Financial
07.2012 - 11.2013
Change Mgt. Team Specialist
Barclays Shared Services
12.2010 - 12.2011
Process Developer
Genpact, India
04.2006 - 06.2008
Bachelors in Commerce - undefined
Sri Venkateswara College, Delhi University
Post Graduate Diploma in Management - Finance & International Business
Amity Business School